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Article Title:
Complexity of Organizational Conflict: An Exploration of Implications on Sustainable Growth in the Hospitality Industry in Zimbabwe
by Nyanga Takupiwa and Rosemary Sibanda

Abstract:
Unionisation and human rights at work places have brought about conflict within organisations and also between the employers and employees. In a bid by employees to exercise the rights and also to achieve both organizational and personal goals conflict tend to emerge. The performance of any hotel or lodge in Masvingo, Zimbabwe is dependent on the performance and satisfaction levels of employees. The co-operation of employees and their employers in executing their duties enhances the achievement of set goals.This study sought to investigate the impact of conflict between employers and employers on sustainable development and growth of the hospitality institutions in Masvingo, Zimbabwe. A descriptive survey method was used to carry out the study, with questionnaires and interviews being the main data collecting tools. The population of the study comprised five hundred and fifty employees including those in management. A simple random sampling method was used to select the two hundred participants who took part in the study. The study established five major causes of conflict in the hotel industry in Masvingo in Zimbabwe namely: goal incompatibility, poor decision making, poor communication systems and poorly structured reward systems. The following positive effects were identified: formulation of realistic policies, improves employee performance, motivates employees and signals problem areas. The negative effects raised were that conflict breeds aggressive behaviour, creates disorder and instability within hotels, promotes employee physical and mental withdrawal, erodes employee satisfaction and motivation. The approaches and systems of dealing with conflict in hotels were the participative approach, improved communication system, and well structured reward system, third party intervention, diffusion and avoidance. A number of recommendations were proffered to enhance the positive effects of conflict and to deal with conflict in a manner which benefits companies in Masvingo in Zimbabwe.

Keywords: conflict, sustainable development, hospitality industry

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